Practice EXIN ITIL ITILFND_V4 exam. Online Exam Practice Tests with detailed explanations! Pass ITILFND_V4 with confidence!
ITILFND_V4 - ITIL 4 Foundation Practice Tests 2021 | PrepAwayTest
NEW QUESTION 29
What is defined as a cause, or potential cause, of one or more incidents?
- A. Problem
- B. Known error
- C. Event
- D. Change
Answer: A
NEW QUESTION 30
Which is a key requirement for a successful service level agreement?
- A. It should be based on the service provider's view of the service
- B. It should be written in legal language
- C. It should relate to simple operational metrics
- D. It should be simply written and easy to understand
Answer: D
NEW QUESTION 31
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.
- A. measurement
- B. tools
- C. plans
- D. process
Answer: A
NEW QUESTION 32
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
- A. Feedback should only be taken into account when one iteration fails to meet its objective
- B. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
- C. Each iteration should be continually re-evaluated based on feedback
- D. Each iteration should be designed before starting the initiative and implemented without feedback
Answer: C
Explanation:
Explanation
NEW QUESTION 33
Which is NOT a component of the service value system?
- A. The guiding principles
- B. The four dimensions of service management
- C. Governance
- D. Practices
Answer: B
NEW QUESTION 34
Which is a service request?
- A. Requesting investigation of a degraded service
- B. Requesting an enhancement to an application
- C. Requesting a workaround for an issue
- D. Requesting information about how to create a document
Answer: D
NEW QUESTION 35
Which process is responsible for managing all service requests from users?
- A. Event management
- B. Request fulfilment
- C. Incident management
- D. Change fulfilment
Answer: B
NEW QUESTION 36
Which statement about outcomes is CORRECT?
- A. An output can be enabled by one or more outcomes
- B. An outcome is a tangible or intangible activity
- C. An outcome can be enabled by more than one output
- D. Outcomes are how the service performs
Answer: C
NEW QUESTION 37
Which is a purpose of the 'service level management' practice?
- A. To establish and nurture the links between the organization and its stakeholders
- B. To support the agreed quality of a service handling all agreed, user-initiated service requests
- C. To set clear business-based targets for service levels
- D. To ensure that the organization's suppliers and their performance are managed appropriately
Answer: C
Explanation:
Explanation/Reference:
NEW QUESTION 38
What is warranty?
- A. The amount of money spent on a specific activity or resource
- B. Assurance that a product or service will meet agreed requirements
- C. The functionality offered by a product or service to meet a particular need
- D. The perceived benefits, usefulness and importance of something
Answer: B
NEW QUESTION 39
Which two statements about an organization's culture are CORRECT?
It is created from shared values based on how it carries out its work It is determined by the type of technology used to support services It should be based on the culture of prospective suppliers It should be based on the objectives of the organization
- A. 1 and 2
- B. 3 and 4
- C. 2 and 3
- D. 1 and 4
Answer: D
NEW QUESTION 40
Which statement about Service Asset and Configuration Management (SACM) is FALSE?
- A. The scope of SACM includes management of the complete lifecycle of every configuration item (CI)
- B. SACM maintains an accurate and complete configuration management system (CMS)
- C. All changes to Cis are authorized by SACM
- D. Configuration baselines and versions are produced by SACM
Answer: D
NEW QUESTION 41
A major incident has been closed, but there is a risk that it might happen again.
How should this be logged and managed?
- A. As a change request
- B. As a service request
- C. As a problem
- D. As an event
Answer: C
NEW QUESTION 42
Which directly assists with the diagnosis and resolution of simple incidents?
- A. Use of shift working patterns
- B. Creation of a temporary team
- C. Fulfillment of service requests
- D. Scripts for collecting user information
Answer: D
Explanation:
Explanation/Reference:
NEW QUESTION 43
Which statement about metrics is CORRECT?
- A. Technology metrics can be used to measure component performance and availability
- B. Technology metrics can be used to determine the overall health of a process
- C. Process metrics can be used to measure end-to-end service performance
- D. Process metrics can be used to measure the utilization of a supplier's network
Answer: A
Explanation:
Explanation
NEW QUESTION 44
What do customers NOT have ownership of when receiving value from services?
- A. Specific risks and impacts
- B. Specific costs and outcomes
- C. Specific costs and risks
- D. Specific outcomes and impacts
Answer: A
NEW QUESTION 45
When should the effectiveness of a problem workaround be assessed?
- A. Whenever the workaround becomes a known error
- B. Whenever the problem is prioritized
- C. Whenever the workaround is used
- D. Whenever the problem is resolved
Answer: C
NEW QUESTION 46
Which statement about stakeholders is TRUE?
- A. Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization
- B. External customers are those who work for the same organization as the IT service provider
- C. Internal customers are always charged for the IT services they receive from the IT service provider organization
- D. Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement
Answer: A
NEW QUESTION 47
What does the `C' in `RACI' refer to?
- A. Consult
- B. Configure
- C. Communicate
- D. Customer
Answer: A
NEW QUESTION 48
Which is part of service provision?
- A. The grouping of one or more services based on one or more products
- B. The management of resources needed to consume the service
- C. The joint activities performed to ensure continual value co-creation
- D. The management of resources configured to deliver the service
Answer: D
NEW QUESTION 49
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